Channels & viewing

[RokuJanadeeK]

Hi Community users,

Thank you for all the follow-up you have provided. We appreciate all these details.

We'll definitely forward this to the appropriate team for a thorough investigation. Rest assured, once a few more pieces of information are available, we'll surely update this community thread.

We truly appreciate your patience and understanding in the meantime.

All the best,
Janadee

[Michael-Alan]

Hello All,

I think we should give Max a phone call and place a trouble ticket with them.  It does not look like our issue with the Max Channel is being given top priority by Roku.  Perhaps Max can get on Roku to fix it.

-- Below is information from tomsguide.com:

How to get HBO Max customer service on the phone
The phone number for HBO Max customer service is (855) 942-6669. This isn't actually listed anywhere on HBO Max's website. However, that number is listed on Xfinity's, and I was able to confirm it by calling it myself.

Looking for technical support, all I had to do was dial that number and press "2" when I hit the first set of branching options in the phone tree.

[DaveFriedel]

The problem is still not fixed after the Roku and Max updates that came through.  It still throws the error message and hitting "Go Back" continuously will bring you to the PIN number screen.  It may be time to contact MAX to figure it out if Roku cannot fix it on their end.

So I agree with this post.  At this point, Max has been effectively broken for more than 5 days and Roku's fix did not work sadly.

[alilala]

Ok, I will call HBO again. They’re the first place I called before realizing the problem is on Roku’s end.  It’s surprising that this still hasn’t been fixed.

[DaveFriedel]

MAX provided the following workaround:

- Shut off Max on the Roku

- Create a new profile using the web version on your computer so you end up with 2 profiles.

- Restart Max on the Roku. Pick your original profile.

The problem is associated with just having one profile. You never have to use the new one, it just needs to exist. It's a known problem but there was no fix available.

[ICha]

That actually worked! Thank you 

[Lisar670]

That worked for me, too! Thanks for the info!

[ac14]

I am having the same issue and have tried everything...help

[DaveFriedel]

** WORKAROUND SOLUTION **

MAX provided the following workaround:

- Shut off Max on the Roku

- Create a new profile using the WEB version on your computer so you end up with 2 profiles there.

- Restart Max on the Roku. Pick your original profile. It should work now.

The problem is associated with just having one profile. You never have to use the newly created one, it just needs to exist. It's a known problem but there was no fix available.